End User Services & IT Operations Lead
Must Have Skills
Preferred Skills
About the Organization
Our client is a leading and rapidly growing enterprise in the automotive and mobility sector with a strong presence across multiple locations in India. The organization is committed to operational excellence, digital transformation, and delivering world-class customer experiences. With a focus on innovation and technology-driven business operations, the company is investing significantly in strengthening its IT infrastructure, cybersecurity, and end-user services capabilities.
Role Overview
We are seeking an End User Services & IT Operations Lead to manage end user computing
and day-to-day IT service operations across our multi-location network. Reporting to the Head of IT Infrastructure
& End User Services, this role is responsible for the full lifecycle of end user devices, IT onboarding and
offboarding, patch and vulnerability management, and the IT incident and change management process. The role
ensures employees across all sites receive a consistent, high-quality IT service experience.
Key Responsibilities
End User Device Management
• Manage the full lifecycle of end user devices: Procurement, Imaging / Provisioning, Deployment and Refresh
across all company sites.
• Administer the Mobile Device Management (MDM) / Unified Endpoint Management (UEM) platform
(Intune/SCCM or equivalent) for Windows, macOS, and mobile devices
• Maintain device inventory and asset management records, Enforce hardware and software standards
• Drive IT onboarding and offboarding processes including device readiness, account provisioning
coordination and equipment retrieval.
• Monitor endpoint performance and health. Proactively address device issues before they impact users
Patch & Vulnerability Management
• Manage the end-to-end patch management process for endpoints, ensuring timely deployment of OS and
application patches across all locations
• Conduct regular vulnerability scans on endpoints in coordination with Information Security team. Prioritise
and remediate findings in line with security policy
• Maintain patch compliance reporting and escalate critical vulnerabilities to the Head of IT and CISO as
required
• Coordinate patching schedules to minimise business disruption while maintaining compliance targets
• Manage endpoint security tooling including antivirus, EDR, and DLP solutions in coordination with
Information Security team
Incident & Change Management
• Own and manage the IT incident management process through partner ecosystem: Triage, Prioritise,
Resolve, Escalate, and Post incident review across all sites
• Administer the IT Service Management (ITSM) platform. Ensure tickets are correctly categorised, assigned,
and resolved within SLA
• Define and enforce SLAs and service standards for the IT support team. Track and report on service
performance metrics
• Lead the change management process: Assess, approve, schedule, and communicate IT changes to minimise
operational risk
• Chair the Change Advisory Board (CAB) or equivalent. Ensure changes are documented, tested, and rolled
back where required.
• Conduct trend analysis on incidents to identify root causes and drive problem management activities
User Experience & Continuous Improvement
• Champion a user-first approach to IT service delivery. Gather feedback and drive continuous service
improvement
• Implement self service capabilities and knowledge base articles to reduce repeat incidents and improve first
contact resolution
• Provide regular reporting to the Head of IT on service desk performance, device compliance, patch status,
and open risks
• Coordinate IT support coverage across sites, including structured on-call arrangements
Qualifications & Experience
• 5 to 10 years of IT experience, with at least 3 years in end user services, service desk management, or IT
operations
• Strong hands-on experience with MDM/UEM platforms (Microsoft Intune, SCCM/Configuration Manager, or
equivalent).
• Proven experience managing IT incident and change management processes in an ITIL aligned environment
• Experience administering ITSM platforms (Manage Engine, ServiceNow, Freshservice, Jira Service
Management or equivalent).
• Solid understanding of endpoint security, patch management, and vulnerability remediation
• Experience supporting multi site environments with geographically distributed users
• Strong interpersonal and communication skills. Able to manage stakeholder expectations under pressure
• Certifications desirable: ITIL Foundation or above, Microsoft Modern Desktop Administrator (MD-102), or
equivalent
Technical Competencies:
Endpoint Management: Microsoft Intune, SCCM/MECM, JAMF
ITSM: Manage Engine, ServiceNow, Freshservice, or Jira SM
Patch & Vulnerability: WSUS, Ivanti, Qualys, Tenable, or equivalent
Security: EDR/XDR (CrowdStrike, Defender, or equivalent), DLP
Platforms: Windows 10/11, MacOS, iOS/Android MDM
What We Offer
• Challenging environment facilitating learning
• Competitive salary commensurate with experience
• Ownership of end user services and IT operations across a growing multi-site automotive group
• Ongoing professional development and certification support
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